Job Description

You’re an important part of our future. Hopefully, we're also a part of your future! At B. Braun, we protect and improve the health of people worldwide. You support this vision, bringing expertise and sharing innovation, efficiency and sustainability as values. That’s why we would like to keep developing our company with you. Keeping your future in mind, we’re making a joint contribution to health care worldwide, with trust, transparency and appreciation. That's Sharing Expertise.
Customer Experience Manager - Key Accounts
Company:  B. Braun Medical Ltd.
Job Posting Location:  Sheffield, South Yorkshire, United Kingdom
Functional Area:  Customer Services
Working Model:  Hybrid
Requisition ID:  11165

Your Role:

 

We are seeking an experienced Customer Experience Manager to help shape and elevate the experience of B. Braun’s most strategic customers across the NHS, private healthcare, and key healthcare partners. In this role, you will lead the Key Account Customer Experience team, champion a customer‑centric culture and work closely with commercial, operational and functional teams to shape service delivery, drive continuous improvement, and represent the voice of the customer in strategic decision‑making.

You will play an essential part in shaping a positive, inclusive, and development‑focused culture across the site. As a people manager, you will lead by example—playing a crucial role in creating a positive and productive work environment. Check out our Leadership Standard here to find out more. https://www.bbraun.co.uk/en/career/life-at-bbraun-uk/leadership-standard.html

 

Working hours: 37.5 hours per week, on-site, Monday – Friday

Location: Thorncliffe Park, Sheffield, S35 2PW. We offer free car parking.

 

Your main responsibilities:

  • Act as the strategic customer experience lead for key accounts, overseeing service delivery and strengthening long‑term customer relationships
  • Develop and implement account-specific customer experience strategies aligned with business goals and growth plans
  • Lead and develop the Key Account Customer Experience team, fostering a relationship‑focused, high‑performance and customer‑centric culture
  • Collaborate with Sales, Marketing and Commercial teams to drive retention, growth and service improvement using customer insights.
  • Oversee day-to-day performance, resource planning and workload management, ensuring KPIs reflect customer outcomes and strategic value
  • Drive continuous improvement initiatives, incorporating best practice, emerging technology and efficiency opportunities

 

What you need to succeed:

 

  • Proven experience in a senior customer experience, customer service or account management role
  • Demonstrable experience leading and developing teams including coaching and performance management
  • Strong ability to build trusted, long-term relationships with key accounts and senior stakeholders
  • Experience using customer insights, feedback and data to drive service improvements
  • Commercial awareness with the ability to identify value opportunities and support retention and growth
  • Excellent communication, stakeholder management and problem-solving skills
  • Confidence working cross-functionally in a fast-paced, complex environment
  • A proactive, resilient and customer‑focused mindset, with a commitment to delivering exceptional experiences

 

What you get in return:

  • 27 days annual leave
  • Discretionary annual bonus scheme
  • 7% employer pension contribution
  • 3x Salary life assurance
  • Group income protection scheme
  • Enhanced sick pay and family friendly payments
  • Health and wellbeing programme
  • Employee assistance programme
  • And much more…

 

 

Apply now! We look forward to receiving your application! #WeAreTeamBB

 

At B. Braun, we believe that diversity drives innovation and excellence. We are committed to fostering an inclusive environment where everyone - regardless of background, identity, or ability - feels valued, respected and empowered.

 

Our recruitment practices reflect this commitment, ensuring equal opportunities for all. Our Recruitment Advisors are happy to support you with any questions or specific needs, you can find their contact details below. You can also request reasonable adjustments through our online form. 

B. Braun Medical Ltd. | Sarona Perera | recruiting.bbmuk@bbraun.com
Apply now